I bought a Catalina spa (hot tub) from Strictly Spas in Wauconda, Illinois June 06. Trouble from the start as it wasn't delivered until August. Many reasons for this from Allan "Mr. Excuse" Labrec, apparently then owner of the company (note THAT particular company is out of business now - go figure). Things like rainy season, backed up orders, etc. Etc. OK, finally got it, along with all the wonderful warrenties including 3 years on electrical systems.
After 1 year I came home from a business trip in the winter to find my hot tub was drained. Turns out the water froze and burst some pipes. Why did the water freeze? An electrical component went bad and stopped the pumps and heater from working. So I called RM Services (who "Mr. Excuse" worked for at the time) and Allan called me back. Well "Mr. Excuse" went right to work and informed me that part NEVER fails so the only reason it went bad was because my house MUST have had a power surge which of course is not covered under warrentee. Since I was out of town and we did have some winter storms, I couldn't argue even though it sounded fishy. Anyway, he walked me through how to replace the bad part with one from an electrical store. Once I replaced the part and the systems worked, he agreed to come fix the pipes for the normal service fees (several hundred dollars). OK, not great, but it's fixed.
Next winter... Well... Guess what? Same part breaks and water freezes AGAIN. Except this time I KNOW there were no power surges because I was home. I replaced the part and hot tub works, but pipes are cracked and need to be repaired. Called "Mr. Excuse" again and guess what? Because I was the one who replaced the part, repairs are not covered under warrentee! And he can't come out for 2 weeks, yadayadayada, but he'll get me the "official" new part under warrentee, as long as I pay the the service charge, etc. Etc. Grrrrrr, but OK done. Except that when the hot tub was turned on, there was air coming from jets that should not have air going through them. Mr. Excuse said let it run a few days, the air will blow out, etc. Etc. I did and it was STILL a problem. Well Mr. Excuse said "Who knows how air gets into places sometimes? I can look at that for you but it will take a lot of time ($). Sometimes it's just there. Like when I scuba dive and pick up a rock off the ocean floor... Sometimes an air bubble comes out. Who knows how it got there?" Yes, folks. Honest to God that was his excuse. AND the new electrical part he came out with? Didn't work. He didn't think I'd take mine out and try his while he was there, but I showed him mine works and his doesn't. OK, he'll order one for me so I can have the "official" part next time.
Anyway, sure enough, a few days later the water level in the tub is low and I find Allan's repair is leaking. I called him and he said of course his work is guarenteed and he'll fix it IF it's his work that's bad. So he comes out (when I'm not home of course) and informs me he has to replace some pipes, etc. Etc. But he doesn't have the parts on hand and has to order them. He also slips something in about there's another leak he didn't see at first and that has to be fixed (folks, there is no other leak, just his shoddy work) Anyway it's been 9 weeks (april 09) and counting. He actually yelled at me on the phone after 7 weeks for calling and whining on his cell phone, said he doesn't manufacture the parts, just orders them and HUNG UP ON ME!!! Un - be - lieve - a - ble.
So I called Catalina and RM services on why the parts are on back order. Guess what? They're NOT on back order they just don't deal with Allan anymore. Apparently "Mr. Excuse" has had too many complaints and they don't work with him anymore. He gets cheap parts and glue (which is why it was leaking, he used the wrong cement per the repair people I finally called who came and cleaned up his mess).
So bottom line I paid over $400 to fix what broke because of an electrical component that should have been under warrentee. The hot tub is leaking. I don't have the replacement part and Allan "Mr Excuse" LeBrec HAS told me he will schedule me in "in the future", but can't give a date. (weeks and waiting... I'm NOT holding my breath.
Anyway, I don't want anything more from Allan "Mr. Excuse" Labrec. I just want any of you other folks who might have cause to need a spa repair to carefully consider whether Mr. Excuse, or the places he works or worked for are your best option.
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